CLIENT CASE STUDY

Sydney water: Customer-centric operating model

Creating a clear, actionable link between the company’s strategy and a practical transformation roadmap

OVERVIEW

Sydney Water is Australia's largest water utility. It provides water, wastewater, recycled water and storm water services to more than 4.6 million people in the Sydney region.

Accenture Strategy worked closely with Sydney Water to translate its strategic goals into day-to-day operations. The result was a new organization-wide operating model that positioned the company to begin a significant transformational journey.

"This initiative has helped place Sydney Water on track to becoming a more highly-efficient, customer-centric company by 2020."

OPPORTUNITY

Sydney Water has developed a "Lifestream Strategy" of becoming a highly efficient and high-performing utility that can deliver a world-class customer experience. However, executives recognized that implementing that strategy would require a significant transformation, and the creation of new and stronger capabilities along with a substantial uplift in core foundational IT capabilities.

The company engaged Accenture Strategy—which brought deep utility-industry experience and customer-driven operating model design capabilities both globally and in Australia—to help plan the transformation, and determine an optimal operating model and enabling programs of work.

Accenture Strategy and Sydney Water then began a second initiative—the creation of an operating model functional blueprint that would help transform the business.

OUTCOME

Accenture Strategy and Sydney Water began by conducting an assessment of the business. Based on this assessment, Accenture Strategy worked closely with Sydney Water's executive leadership team, CEO and board of directors to translate the company's strategic goals into day-to-day operations. The result was a new organization-wide operating model that positioned the company to begin a significant transformational journey.

Accenture Strategy and Sydney Water then began a second initiative—the creation of an operating model functional blueprint that would help transform the business. This blueprint defined the transformation by:

Providing input into the design of a new organizational structure

Designing a new comprehensive supply chain capability

Designing and launching a Customer Center of Excellence

Scoping and designing a new multi-function Shared Services Center

Creating a vision for a new Intelligent Operations Center to link operational technology, information technology, analytics and digital capabilities

Accenture Strategy leveraged numerous assets to help develop the future state operating model; and its key industry experience and credentials to provide insight into the utility of the future.

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